Ethos

Rapport was proud to take part in the Annual Pride March in London this year

Rapport was proud to take part in the Annual Pride March in London this year 1400 814 admin

We were really excited to secure a space to be part of the annual Pride March in London this year with a group of over 25 of our Rapport Ambassadors enthusiastically marching alongside many other supportive companies.

At Rapport, we’re committed to creating an inclusive workplace where everyone can be themselves, including our lesbian, gay, bisexual, transgender and queer (LGBTQ+) ambassadors.

Supporting LGBTQ+ inclusion isn’t just the right thing to do. An inclusive workplace enables us to embrace the diverse backgrounds and perspectives of all our people to create better teams and outcomes for our diverse range of clients.

This year’s Pride in London parade was the biggest and most diverse yet, with over 30,000 people from all parts of the LGBTQ+ community marching through the capital to celebrate, protest and stand up for equality.

600 groups – a 25 per cent increase on last year – walked the route from Portland Place down to Whitehall, via Regent Street, Piccadilly Circus and Trafalgar Square. The theme for this year’s Parade was the Pride Jubilee, marking 50 years since the Stonewall Uprising: the moment which sparked the modern Pride movement. Parade groups honoured 50 years of activism, protests and victories that have made Pride what it is today.

Holding our specially designed Rapport banner and T-shirts with a new Rapport logo specially commissioned to support Pride, our team had a brilliant day. Cedric Tomas, one of the Rapport organising committee commented “I could not be prouder to see our Rapport ambassadors taking part in such an amazing event and seeing everyone inspired to be themselves, standing up for their rights, as well as having great fun”

Head of HR for Rapport, Natasha Whitehurst added “We’re working hard to increase the engagement and participation of our LGBTQ+ people, by building and enhancing a culture where everyone feels included”

We look forward to even more of our Rapport Ambassadors joining us for the 2020 march next year!

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Rapport book of book of inspirational stories

One man’s life saved with quick thinking and a defibrillator

One man’s life saved with quick thinking and a defibrillator 1500 1000 admin

Our ethos in Rapport is all about providing a service that is personal and intuitive, anticipating our guests’ needs. We truly believe that every guest experience should be unique and to do this, we empower all of our Rapport Ambassadors to do whatever it takes to delight our guests.

Welcome to volume one of our book of inspirational stories, Inspire.

Every day, our brilliant team bring this to life with some inspirational examples of service that go above and beyond what would normally be expected, to literally make you go wow!

This first volume of stories brings together some of our favourite examples over the last 18 months where our Rapport Ambassadors have created some of these incredible wow! moments.

Why have we published this book? To showcase what we do every day for clients and guests and to encourage other Rapport Ambassadors to create their own unique stories of exceptional service.

The book is a great read, with forewords by Dominic Blakemore, the Group Chief Executive of Compass Group PLC and Michel Roux Jr.

With a cover price of £9.95 and where copies are sold, profit from the sale of the books goes to the charity, Action On Hearing Loss.

Learn more:

Rapport book of book of inspirational stories
The Rapport Excellence Awards celebrating our brilliant Rapport Ambassadors

The Rapport Excellence Awards celebrating our brilliant Rapport Ambassadors

The Rapport Excellence Awards celebrating our brilliant Rapport Ambassadors 1600 871 admin

Wow! What a fantastic evening it was. Bigger, better and buzzier than ever before. It all kicked off with a high impact, sixty second film embodying ‘The Spirit of Rapport’. This set the high-octane pace for the next two hours and we were transported into another world, full of positivity and enthusiasm.

Between each of the nine awards, we were shown highlights from the last year celebrating lots of the new client wins and continued growth from Ireland, the US and Hong Kong. This is such a great way to celebrate our 7th birthday in style and to treat us to some exciting new announcements for 2019.

It was striking how all the different elements and initiatives from the last twelve months all came together. This superb event celebrates and rewards Rapport Ambassadors and reinforces the five core values that make our company so special. A new award was also introduced this year – the ‘Heart Award’ which goes to someone who always puts others first and is voted on by everyone in Rapport. The winning Rapport Ambassaddor was loudly cheered to the rafters when his name was read out.

Hosted by Greg Mace, Managing Director of Rapport

550 Rapport Ambassadors and clients filled the QE2 Conference Centre in London with countless people viewing the live streaming via Facebook including simultaneous parties in Edinburgh, Leeds, Birmingham and Dublin. Guest presenters included Dominic Blakemore, Group Chief Executive of Compass Group PLC who made a very personal speech about the way that Rapport Ambassadors make him feel before he handed out awards for Leadership to two of our shining stars. We also welcomed Compass Group UK and Ireland Managing Director, Chris Garside who entertained the audience with his observations about the power of a great welcome.

All expenses paid trips to New York for two nominees

Being a winner is fantastic on a night like this, however just being one of the shortlisted nominees is a real achievement too, given the high standard of entries. We were delighted when Harry Dorofee, Director of Operations at Rapport in the US, surprised the audience by drawing two shortlisted nominees’ names at random for an all-expenses paid trip to New York for a holiday and also to experience a number of Rapport locations in the Big Apple.

As our teams partied into the night, everyone agreed it had been the best event yet!!

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An evening of celebration with our Rapport Academy graduates

An evening of celebration with our Rapport Academy graduates

An evening of celebration with our Rapport Academy graduates 1379 834 admin

More than 130 people and clients from all over the UK and Ireland gathered in Canary Wharf to celebrate the achievements of 45 Rapport Academy graduates for 2018.

We watched as each received a certificate of achievement and a celebratory bottle of Rapport champagne. This was followed by delicious food and drinks served by our sister company, Restaurant Associates.

Our training and development courses take anywhere from four months to 4 years to complete and demand real commitment. The Apprenticeships programme is a blend of e-learning and workshops, leading to a national qualification, whilst the Supervisor Passport programme has been the perfect stepping stone to a new role or a promotion for 31 people this year.

52% of everyone completing the ‘Lead the Way’ programme have been promoted since graduating.

Natalie Rafferty, our Training Manager outlined how to become an inspirational and highly effective leader by embarking on the Lead the Way programme. She emphasised how many people have since been promoted and now lead their own teams. With eleven modules to complete over four months, she stressed the amount of effort it takes. Recognition at events like this is just a small part of the reward and a more fulfilling career.

Gary Acheson, Head of HR and Learning for Rapport explained how we are developing our Inspiring Leadership programme, that includes a number of courses for people at different points in their careers. This is because we need a talent pipeline to keep up with our growth. He is also on his own personal learning journey to gain a Chartered Institute of Personnel Diploma.

Clients see how personal development and leadership skills are developed here at Rapport to create exceptional teams.

An evening of celebration with our Rapport Academy graduates
An evening of celebration with our Rapport Academy graduates
An evening of celebration with our Rapport Academy graduates

This event gives our clients a behind-the-scenes peek at how we encourage and support everyone to learn more so that they develop their individual skills, experience and careers. It is one of the ways we create such exceptional teams. Our courses are designed by us, to challenge and stretch people in unexpected ways, whilst building their confidence at the same time.

One of our most supportive clients, Ian Pigeon, Head of Client Services at Addleshaw Goddard LLP, told us that Rapport soft skills training is second to none. It really makes a difference to his clients, especially in difficult situations. As he knows that all Rapport Ambassadors are sensitive, diplomatic and acutely aware of how they communicate affects how people feel.

He said, “I enjoy supporting everyone in my team who has completed a development course. In my view, Rapport is exceptional when it comes to showing how much you appreciate your people”.

We finished by chatting to Greg Mace, our Managing Director who told us just how rewarding it is for him as well as for all those being recognised. He said, “I can literally see careers developing right in front of my eyes on nights like this and I am delighted for everyone”.

An evening of celebration with our Rapport Academy graduates
What was the buzz all about at the Rapport Innovation Expo?

What was the buzz all about at the Rapport Innovation Expo?

What was the buzz all about at the Rapport Innovation Expo? 1200 720 admin

Now in its third year, the Rapport Innovation Expo is an impressive and yet a very practical showcase of our commitment to innovation, in a short, high impact annual event

We talked to some attendees to find out why they turned out in such numbers and what they learned.

At one event, in under three hours, clients could see the latest ideas demonstrated by Rapport teams and our specialist partners, connect with experts and then take away ideas for themselves.

For anyone who works for Rapport, this was an opportunity to network with colleagues, to share ideas and best practice. Whilst specialist suppliers or service partners mixed informally with everyone offering their help and support.

Many companies talk glibly about innovation but few actually demonstrate it so powerfully, like we do. This is our very own community of professionals, all focused on creating unique workplace experiences for our clients, their employees and guests.

This is a great way for our clients to see what’s new in the guest experience industry and to be inspired by new ideas that could be introduced in their businesses. Barry Rushmer, General Manager of Tower 42 told us that he had come to see what others were doing, that he should be thinking about.

Tower 42 is a multi-tenanted building, home to 74 clients, all with different needs and personalities, so the potential for a wide variety of innovations and new service ideas is significant. Nick Howell, Workplace & Technology Senior Operations Manager at Accenture, told us he was here to see new ways of working and to seek out innovation.

We talked to some attendees to find out why they turned out in such numbers and what they learned.
This event is also an opportunity for our Rapport teams to showcase what they do for their specific client.

Being Brilliant

Clients look to us as leaders in our industry, and view the Innovation Expo as a place to learn what is happening right now. Nowhere else can they meet face to face with so many experts and the teams who have developed and use these innovations with their respective clients. Then to hear about the genuine benefits and the impact achieved first-hand, from those with the practical experience.

This event is also an opportunity for our Rapport teams to showcase what they do for their specific client. For instance, Zygi Buvarskis and the Rapport team from Thomson Reuters made a film about their fourteen different roles including one of the most challenging, rewarding and highly valued, that of Floor Manager.

The ingenuity shown by all of our Rapport teams was outstanding. Some dressed up in fancy dress, others used games like Jenga or scratch card quizzes to pose questions and engage visitors.

Creating Rapport

For Rapport people the Innovation Expo is a way to build their team’s profile, to present their innovations and demonstrate the value they bring to their individual clients.

It gives them the chance to develop connections with suppliers that can lead to new collaborations. Ines Weifenbach, Rapport Account Manager at Accenture UK met the GizGo team here last year resulting in the development of a unique customer service device for meetings, combining call functioning, smartphone charging plus the ability to upload any bespoke information helpful for the meeting team – weather and travel updates, restaurant information etc.

One group created a scale model of their client’s reception to explain in detail what the guest journey was like. Whilst the Rapport team at Deloitte provided visitors with VR headsets to enable them to take a virtual walk round their new office space.

For Rapport people the Innovation Expo is a way to build their team’s profile

Innovative Spirit

The Innovation Expo is an embodiment of the spirit at the core of Rapport. Richard O’Keefe, Guest Services Manager for Deloitte, explains that Greg Mace challenges everyone to deliver innovation to further develop the perfect guest experience and environment for each of their clients. Everybody is encouraged to bring their ideas to life – there is no limit if you can demonstrate its value. For him, this is one of the real strengths of working at Rapport and a key reason why they are able to deliver such outstanding service to clients.

The Innovation Expo is an embodiment of the spirit at the core of Rapport.

Why is this event important for our specialist partners?

We know that by working with specialist partners we are stronger together and can achieve more for our clients.

Stronger Together

We talked to Andrew Try, Managing Director of ComXo, the leading UK provider of global switchboard services. He told us that his company attends this fantastic event every year to support Rapport, to see what is new in the market, to network with clients and to enjoy some very good food and drink.

Improving accessibility for everyone

There were so many outstanding ideas but one worth highlighting relates to improving accessibility to buildings for everyone and not just for those in wheelchairs. As 70% of disabilities are invisible and visiting any building for the first time is like organising a military operation, unless that is, yours has an Access Gallery created on-line by innovative company Blue Badge Style, says Fiona Jarvis. Enabling less able people to quickly and confidently pre-plan their visits.

We look forward to welcoming you next year for an evening of innovation, networking and examples of outstanding guest experiences.

Too long to wait?

Contact us now

The Rapport ‘Lead the Way’ programme goes from strength to strength

The Rapport ‘Lead the Way’ programme goes from strength to strength

The Rapport ‘Lead the Way’ programme goes from strength to strength 1700 1216 admin

Become an inspirational and highly effective leader with Rapport

Our training academy is the major way that we invest in everyone who works for Rapport, by providing them with personal and professional development and many opportunities to gain extra qualifications.

With a specific focus on our supervisors and team leaders in 2016, we launched a bespoke development programme called ‘Lead the Way’. It is designed to develop their skills and includes helpful tools that can be embedded immediately into their management role to enhance their own and their teams’ performance.

Apply what is learnt right away in the workplace

This ’just-in-time’ approach to training and development ensures that all attendees get the most from the experience because they work on ‘real life’ scenarios within the programme. Their performance is continuously evaluated and then they apply what they have learnt during the training in their workplace right away.

Taking the first step on the Lead the Way programme

We want people to become inspirational leaders of the future.

We created this bespoke programme to develop the distinct competencies, skills and behaviours required for leaders within the Rapport business but can be applied in any leadership or management position.

The programme content is perfectly aligned with Rapport’s vision, values and team objectives. Because we know that developing skills that truly engage and inspire teams enhances their performance and ensures that our clients receive the highest standards of service.

Navigating the eleven modules over four months

With eleven modules spread over four months, attendees meet every two weeks to share best practice, discuss challenging scenarios and take part in activities, all aimed at developing team-leading soft skills.

A past graduate of the programme is matched up with each attendee to act as a ‘buddy’ to mentor and challenge their progress. Working together is key to exceptional team performance at Rapport and everyone collaborates on projects. This means the experience in the programme is directly relevant to their working environment.

Closely aligned to every individuals’ goals

Each course module is closely aligned to every individuals’ Key Performance Indicators (KPIs), their goals and also support our clients’ contractual expectations. Effective leadership requires a broad range of skills, all of which are covered in the bespoke course, with different activities and challenges.

From active listening and communication skills to relationship building and the art of influencing. Public speaking and how to create a positive working environment all lead to the final module, ‘Steps to Success’.

The programme timing helps to make a lasting impact

Andreas Zenkovitch

Previous graduate, Andreas Zenkovitch shares his experience of the programme, “I was more of a doer than a planner and I developed some great writing tools and learnt how to identify and measure ‘smart objectives’. It was a challenging course but it came at the right time for me as I’ve been promoted twice since successfully completing it.”

By far the biggest challenge is the final presentation that each attendee creates about their own unique journey, the impact it has had on their leadership style and the next steps in their career development. Each person presents their story to fellow group members, managers, clients and even our inspirational Managing Director, Greg Mace.

Andreas recalls his apprehension prior to that big day, “Fortunately the programme really helped me with the preparation process and by utilising the tools it went really well in the end. I was a buddy on the next programme and able to give lots of tips for the final presentation.”

Celebrating success every November

Loredana Ganea

It’s an integral part of the Rapport culture to recognise and reward our people for going the extra mile and on completing the course, so all graduates are invited to attend the annual Rapport Graduation Ceremony each November.

Greg Mace awards certificates and many of our clients support our graduates by also attending.

Since the initial launch of the programme, our people have achieved outstanding results. Previous graduate, Loredana Ganea, joined on her third week into a new frontline position and first leadership role. The timing was perfect for Lori who says, “Being new to leadership, the programme gave me the tools to help me develop my team and I was able to immediately implement what I learnt into my daily work.’’

Attendees are more likely to be promoted to a new role

Within three months and still on the programme, Lori was promoted to a Senior Guest Services Coordinator at another Rapport client. Asked about some key learnings that helped her career progression, Lori said, “A really important element for me was learning how to adapt the same message to different people and sharing this with my team. I’ve been able to improve operations and create a positive work environment by helping my team communicate with each other better.”

Join this inspirational programme and take your career to the next level

This programme equips people in supervisory roles to manage their teams more effectively, enabling them to provide the highest level of award winning service in our industry. It also creates a talent pipeline for the most accomplished to become Rapport’s Inspirational Leaders of the future.

Another Great Collaboration Day

Another Great Collaboration Day. You could join us next year!

Another Great Collaboration Day. You could join us next year! 1200 607 admin

On a sunny Saturday, 75 leaders from all across Rapport came together, high-up in one of our client’s London locations, to look forward with excitement to the next 12 months.

Why do we have a Collaboration day?

Primarily, it is about positively promoting our unique culture or Rapport ‘family feel’ while developing our leadership skills and improving employee engagement. As we continue to grow, we know we have to work harder to maintain the culture that has made us so successful. We also need more of the very best types of leaders, to keep pace with our momentum.

One of our brand values is “Stronger Together’, as we recognise that so much more can be achieved by working together as a team rather than individually. We wanted everyone to engage collaboratively with other leaders, to learn from each other and develop ideas on how to better engage the rest of our colleagues or Rapport ambassadors, as we call them.

The Collaboration Day kicked off with coffee and croissants and then a quick update on progress over the last 12 months and an outline of our strategy for the next year. Growth has been great in the UK & Ireland, but especially big in the US. Rapport has also launched in Hong Kong with further expansion into other markets planned. Later in the day we undertook some personal development and team-building exercises and ended by putting in to practice some new networking and socialising skills, as the sun set on this exhilarating, annual event.

Why do we have a Collaboration day?

Our current growth strategy is working and we are making good progress in all areas

The business strategy session was divided into six key sections and different people made short presentations on each. This made it clear how everything fits together as each section is as important as the next.

The main focus for all of these ideas was on how we can make it easier and more productive to work together, as we continue to grow.

Connectivity and coaching is good for business

We also introduced some new, exciting ideas which include the launch of MyRapport 2.0, the follow-on to the first version of our successful employee engagement portal. Other developments include the roll-out of an app to make it more efficient to allocate and track individuals to cover sickness and holidays. We also reviewed our  initiative to promote a ‘coaching’ culture looking at additional ways we can share expertise and experience.

Developing ideas that will help us to GROW

As part of a development workshop, we were all allocated to a team and given a specific topic around employee engagement that needs to be addressed then asked to develop some new ideas by applying a set of direct GROW questions, which stand for Goal, Reality, Options and Way forward. We brainstormed ideas, shortlisted the best and presented them back to everyone at the end of the session. A lot will be taken forward to be implemented.

Connectivity and coaching is good for business
90 minute time-pressured, team-building exercise

90 minute time-pressured, team-building exercise

Following this, a time-pressured, team-building exercise was undertaken to complete up to 120 tasks in 90 minutes. The winning team had a score of 2,200 points and the most inappropriately, self-named group called ‘The obvious winners’ came last. We certainly admired their confidence. After the prize giving, we took part in a highly competitive wine-tasting event. The winning team were awarded a Double Magnum of wine each and the losing team members, a wooden spoon. When asked why they performed so poorly, their spokesperson said that they achieved what they wanted because ‘a bottle of wine lasts an evening but a wooden spoon lasts a lifetime’.

Rapport’s Head of HR & Learning, Gary Acheson, commented, “days like this work on a number of levels. Firstly, it provides an informal and relaxed environment in which to learn, to share knowledge and experiences with each other. Secondly, it enables people to get to know one another. Especially if they have not met face-to-face before because they work in different geographical parts of the organisation. Thirdly, it is a very good way of communicating key business messages in a powerful way. Finally, and most importantly, it helps to reinforce the unique culture of Rapport.”

Like the sound of this?

If you like the sound of this event and would like to find out more about what it is like to work for Rapport then get in touch with Gary Acheson at gary@rapportservice.com

Rapport recognised in The Top 30 Best Places to Work in Hospitality for 5th year

Rapport recognised in The Top 30 Best Places to Work in Hospitality for 5th year

Rapport recognised in The Top 30 Best Places to Work in Hospitality for 5th year 1417 664 admin

Rapport Guest Services is named in the Top 30 Best Places to Work in Hospitality for the fifth consecutive year.

As announced by The Caterer and Hotelkeeper and PurpleCubed at the special annual HR Forum event held on Tuesday, 24 April 2018 at the prestigious Hilton Park Lane.

The reasons why the company has achieved this are clear.

Working with a team that respects each other is the priority rated highest by employees and 90% of those surveyed at Rapport agreed that this is true of their workplace.

In the last year, Rapport has continued to invest in their people by showing that it takes mental health seriously. The company introduced a wellbeing ambassador to raise awareness for this serious issue and they have encouraged colleagues to have open conversations.

The company demonstrates a strong commitment to career development for all, regardless of their position, by introducing a dedicated business coach in 2016 followed by leadership coaching masterclasses. 90% of last year’s internal development programme graduates have already been promoted and on their way to developing a strong career.

To ensure that every guest experience is unique, the Rapport Academy training programme provides all employees with the tools to provide an outstanding level of service with courses in diversity, disability, protocol awareness and even sign language.

No wonder over 85% of employees state they are very proud to work for Rapport.

Greg Mace, Managing Director of Rapport Guest Services says “We were really thrilled to be recognised once again as one of the Top 30 Best Places to Work in Hospitality. This is Rapport’s 5th year of recognition and each year we take on board the feedback from our team and implement changes so that we can continue to make Rapport an even better place to work. To have our employees feeling so proud to work for us not only helps with staff retention but also means our team recommend their great friends to join us.”

We are always looking for exceptional people to join us.

Rapport recognised in The Top 30 Best Places to Work in Hospitality for 5th year
Pictured left to right from Rapport are Gary Acheson, Head of HR and Learning, Greg Mace, Managing Director and Jane Sunley, Founder & Chairman, Purple Cubed

Jo Harley, Managing Director of Purple Cubed adds:

”As one of only three organisations to be featured in the Top 30 Best Places to Work in Hospitality for five consecutive years it’s obvious that Greg and the team are placing their people strategy firmly at the top of the business agenda. It’s encouraging to see a company so dedicated to attracting, developing and retaining talented people and, as the survey outcomes highlight, Rapport is clearly a great place to work and an employer of choice for anyone considering a career in our industry”

Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.

Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.

Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’. 1500 898 admin

Following recognition at Rapport’s Excellence Awards for his charity work, we are delighted to announce that Cesar Mendez, one of our Rapport Ambassadors at our HSBC account and a great charity volunteer, has been named the winner of the HSBC ‘Global Champion of the Year’ Award in recognition of his contributions to the HSBC Water Programme.

The HSBC Water Programme is an eight-year $150 million global programme, which aims to protect water sources and the ecosystems that they support, inform and educate communities in need, and enable people to prosper across the world.

Cesar’s achievement was announced during the HSBC Water Programme 2018 Awards Ceremony.  This award is in recognition of the inspiration Cesar provides his colleagues in terms of volunteering and fundraising.

As the award winner, Cesar will be going to India with HSBC colleagues to visit some of the places that are being supported by Water Aid, a charity Cesar has supported on several occasions before.

This is another fantastic accolade for Cesar as he champions volunteering and charity work in both HSBC and Rapport.

Next stop for Cesar is 7 marathons on 7 continents. Follow his journey and support him HERE.

Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.
Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.
Rapport Ambassador Cesar Mendez named the winner of the HSBC ‘Global Champion of the Year’.
National Telephonists’ Day was launched in 2014 by Rapport and ComXo

National Telephonists’ Day launched celebrating the role of professional telephone Operators.

National Telephonists’ Day launched celebrating the role of professional telephone Operators. 1532 504 admin

National Telephonists’ Day was launched in 2014 by Rapport and ComXo, to celebrate the role of professional telephone Operators.

It is a special day to recognise and appreciate all the duties that telephonists (and other call services professionals) do for an organisation.

March 10th is the anniversary of the very first telephone call made by Alexander Graham Bell in 1876, and this year we marked the event on Friday, 9th March and Saturday, 10th March.
Each of our Call Services team members received a gift and our team in Leeds attended Deaf Awareness training, specifically designed for dealing with guests with hearing difficulties over the telephone.  On the Saturday we also hosted a special Switchboard training session with our team at Bank of America Merrill Lynch.
We are always impressed by the wonderful initiatives that take place in our business during the day, as well as the fantastic entries to the national competitions hosted.

As part of our drive for National Telephonists’ Day, Rapport continues to support the charity Action on Hearing Loss, the Royal National Institute helping people confronting deafness, tinnitus and hearing loss to live the life they choose.

Our team at Arthur J Gallagher celebrating NTD

Natalie O’Dalaigh, Rapport’s Training and Engagement Manager commented:

“our fifth National Telephonists’ Day event was a great success and it was fantastic to see our teams get involved with innovative on site activities and the bespoke training delivered in conjunction with the event. The Deaf Awareness for Call Services course run by our charity partners Action on Hearing Loss was very well received by the teams, who said it gave them confidence in dealing with callers with particular needs.  I was delighted to welcome the whole of the Camberley team for an interactive full day telephone training workshop on Saturday, 10th March, who enjoyed and benefitted from the practical group working activities”

Pictured above are our fantastic Call Services Team from Bank of America Merrill Lynch